Back to Remote jobs >
Customer Service
Product Quality Specialist & Trainer
@midea
[Hiring] Product Quality Specialist & Trainer @midea
Apr 03, 2025 - midea is hiring a remote Product Quality Specialist & Trainer. 💸 Salary: unspecified. 📍Location: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This position will perform all the duties and responsibilities of the Product Specialist role for their assigned PDs (Product Division) but additionally take on the technical support leader and trainer functions.
- Training will be conducted on a regularly scheduled interval for the ASP Network to improve the depth and breadth of their product knowledge.
- Conduct an in-depth analysis of the ASP Network and Quality data to develop a more knowledgeable Service Network.
- Evaluate the contact center supervisors to determine if the current staff is competent or if a more qualified technical should be considered.
- Work closely with the new content and knowledge base developer to maintain FAQ accuracy, timeliness, and relevancy on an ongoing basis.
- Main focus is to substantially improve the efficiency and effectiveness of the ASP Network and Product Quality program, reducing cost and improving the customer experience.
Essential Job Responsibilities
- Carry out direction of management to achieve company goals for quality and service cost and continually drive to optimize customer satisfaction in both product and service.
- Serve as level 3 tech support phone rep to internal customer service reps.
- Serve as support rep through direct phone communication in and outbound to all internal staff and Service Network.
- Assume accountability and ownership of all product KPIs for quality and returns assigned.
- Carry out strategy and direction of department lead, head, and executive staff.
- Attend industry seminars and events and keep abreast of new technologies and best practices as requested by department head.
- Be ready to assist in investigating potential quality or safety issues and assist insurance providers and Legal Team with P&L investigations and Health Canada Cases.
- Work to achieve department goals with factory performance by conducting incoming inspection to measure and report AQL (Average Quality Level) and feedback results to factory.
- Travel to China factory for product training to share this knowledge with internal/external customers as indicated by department head.
- Must be able to travel nationally and internationally.
- Work to become technical expert in whatever product or technology assigned by department head.
- Responsible for tech support vendors for ASP and contact center, function, efficiency, and effectiveness.
- Lead establishment of an external training program to support the ASP (Authorized Service Providers).
- Determine tech support process to coordinate parts distributor and repair trackers in using diagnosis so parts can be shipped to the ASPs in the field.
- Assist Service Tracker in diagnosing unnecessary ticket creations. Contact customers directly as necessary.
- Develop and deliver training for ASP Network.
- Meet all company goals for quality and service, optimize customer satisfaction in both product and service.
- Establish a network of communication at all levels with the factories and align strategies and leverage this synergy for the betterment of both organizations.
- Participate in all 100-day launch projects with the cooperation of product development, business manager, parts department, field service, customer service, and factory in support of major new product introductions.
Lead NPI (New Product Introduction) Program
- Capture, analyze and summarize technical data from all touch points and system data and provide countermeasures, alerts, or warnings as dictated by these findings.
- Provide fault tree and triage support for call center reps to prevent unnecessary truck rolls.
- Provide FAQ and web-based content to drive use of website end-user self-help function.
- Provide technical content to training and publications to support call center, service network, and self-servicing dealers.
- Handle Training and Technical Publication department to achieve company goals for quality and service cost and continually drive to optimize customer satisfaction in both product and service.
Qualifications
- 5 years' experience working in Tech Support Role.
- 5 years experience in Product Training.
- Strong presentation skills.
- Experience with fault tree and triage development and deployments.
- MS Office skills: Excel a must, PowerPoint and Word, Webex, Video editing.
Similar Remote Jobs
More jobs at midea
More Customer Service jobs
-
Customer Service ₱38,000 - ₱42,000 / month Northern America, AsiaApr 07, 2025
-
Customer Service $18.00 / hour USAApr 07, 2025
More jobs in Canada
-
Human Resources unspecified CanadaApr 07, 2025 -
Software Development unspecified Northern America, Americas, Latin America (LATAM) +80 moreApr 07, 2025
-
Human Resources competitive compensation packages (fixed salary + generous bonuses) USA, UK, Canada +3 moreApr 07, 2025
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 55,205 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Apr 03, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
